Talk

Connecting your community

Hello and welcome to Talk,

I’m Rebecca Barton, bpha’s Research and Insights Manager. I work with a team of analysts as part of bpha’s Service Improvement Team.

One area my teams oversees is your Tenant Satisfaction Measures (TSMs) feedback. We go through the responses you give to a series of questions about how satisfied you are with the services bpha provides, and work with colleagues across the organisation to ensure they understand your views and act upon them to improve bpha’s services as needed. Outside of the TSMs we run regular surveys to get customer views on everything from moving into a new home to how we deal with complaints. This feedback, along with understanding other data we collect on customers, helps us to identify where things are going well and where further work needs to be done to improve our services.

You can read about the TSM results from April 2025 to March 2026 and what we’ve done to act on the feedback you’ve given us, here. One area we know has been a cause of dissatisfaction for some of you is the grounds maintenance service. You can read how we’re addressing this and progress so far here.

Also in this edition of Talk you can find out everything you need to know if you are planning to make any electrical changes to your home, meet Roger, our horse-racing Independent Living customer, and some guidance on changes to benefits and council tax rebates that may affect you.

Thanks for reading,